The complaint
Excuse me, but we expected delivery...
I'm sorry but your promised...
You said that I would have ....
We haven't received...yet
It's now three weeks late.
Request Action
Please could you... as soon as possible?
If you don't repait it immeidately, we will have to cancel the order.
What are you going to do about it?
Accepting Action
Ok. That's fine.
Ok. That will do.
Ok. That will have to do.
Reject Action
I'm sorry but....
That's unacceptable.
I'm afraid wd can't accept that.
HANDLING THE COMPLAINT
Ask for information
What is the problem exactly?
Could you explain exactly what the problem is?
Saying Sorry
I see. We're very sorry about that.
Again, I do apologize.
Explaining thre reason of the problem
I'm afraid that we can't/ couldn't ....
The reason is that...
The problem was caused by...
It was a clerical computer error.
It was an oversight on our part.
A promise of Action
I'll deal with it/ attend to it/ send an engineer immediately.
I'll find/ arrange a replacement right away.
Is that acceptable?/ Is that OK?
Your fault
It's our fault. We accept full responsibility.
We are to blame. We should have...(repaired it yesterday)
Their fault
I'm sorry but you didn't inform us that you wanted manuals.
Close
I apologize once again. We are very sorry about this.
I apologize for any inconvenience caused. It won't happen again, I assure you.
DIALOG
Fill in the blanks
inconvenience
apologize
immediatetely
oversight
Sam: Is this Pizza House? We ordered a pizza over an hour ago!
Employee: I ________ for that, sir. Can I get your name?
Sam: It's Sam Lee.
Employee: I'm sorry, Mr. Lee, but I can't find your order on your computer.
Sam: What?
Employee: I think there was an error. By some ___, your order was never recorded. I don't know who is to blame for this. do you know who took the order?
Sam: No, I can't remember. This kind of service is totally unacceptable.
Employee: I assure you, Mr. Lee, this kind of thing rarely happens. We'll get a pizza to your house _____________. We're very sorry for the ___________.
Excuse me, but we expected delivery...
I'm sorry but your promised...
You said that I would have ....
We haven't received...yet
It's now three weeks late.
Request Action
Please could you... as soon as possible?
If you don't repait it immeidately, we will have to cancel the order.
What are you going to do about it?
Accepting Action
Ok. That's fine.
Ok. That will do.
Ok. That will have to do.
Reject Action
I'm sorry but....
That's unacceptable.
I'm afraid wd can't accept that.
HANDLING THE COMPLAINT
Ask for information
What is the problem exactly?
Could you explain exactly what the problem is?
Saying Sorry
I see. We're very sorry about that.
Again, I do apologize.
Explaining thre reason of the problem
I'm afraid that we can't/ couldn't ....
The reason is that...
The problem was caused by...
It was a clerical computer error.
It was an oversight on our part.
A promise of Action
I'll deal with it/ attend to it/ send an engineer immediately.
I'll find/ arrange a replacement right away.
Is that acceptable?/ Is that OK?
Your fault
It's our fault. We accept full responsibility.
We are to blame. We should have...(repaired it yesterday)
Their fault
I'm sorry but you didn't inform us that you wanted manuals.
Close
I apologize once again. We are very sorry about this.
I apologize for any inconvenience caused. It won't happen again, I assure you.
DIALOG
Fill in the blanks
inconvenience
apologize
immediatetely
oversight
Sam: Is this Pizza House? We ordered a pizza over an hour ago!
Employee: I ________ for that, sir. Can I get your name?
Sam: It's Sam Lee.
Employee: I'm sorry, Mr. Lee, but I can't find your order on your computer.
Sam: What?
Employee: I think there was an error. By some ___, your order was never recorded. I don't know who is to blame for this. do you know who took the order?
Sam: No, I can't remember. This kind of service is totally unacceptable.
Employee: I assure you, Mr. Lee, this kind of thing rarely happens. We'll get a pizza to your house _____________. We're very sorry for the ___________.
